AccountId: 011433970860
ContactId: 61e413f4-19bc-45f6-a0dd-7ea2be0bd491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306720 ms
Total Talk Time (AGENT): 111791 ms
Total Talk Time (CUSTOMER): 88303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/61e413f4-19bc-45f6-a0dd-7ea2be0bd491_20250514T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to check the status of the claim for a patient please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02260518 M as in Mary L as in Lima 8
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] 7 1824 $236.02.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh yes ma'am, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary lab 6626.
[AGENT][NEUTRAL] OK, thank you. And you're calling from again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] HH Health Systems Marshall.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The Saint Marshall Medical Center.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show this claim processed and paid the 6626, and this was on [PII] of this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, where, how and where was that submitted?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, paper check was mailed.
[AGENT][NEUTRAL] OK, give me one moment I'll give you that checking detail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, looks like it was mailed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] I do not show that it's cleared or is it doesn't show it cleared on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we haven't or it's not posted um.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] So you send it here it's not showing cleared um.
[CUSTOMER][NEUTRAL] I don't know what to do. um, I can get with there.
[CUSTOMER][NEUTRAL] Cashiers and see if they found it. Can you initiate a tracer?
[AGENT][NEUTRAL] Uh, we can send a request to our finance so they can verify that check is cleared or not, and if not, they can void and have it void and reissue.
[CUSTOMER][NEUTRAL] OK, if you don't care to.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] If you don't mind, please do so.
[AGENT][NEUTRAL] OK. Yes, ma'am. We'll send a request for check verification. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Is will there be a number for that check verification if we need to call back?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am. Um, but I would definitely put it in our note system so where if you have to call back, someone can show that someone did send a request to check verification.
[CUSTOMER][NEUTRAL] And what would the time frame be if they do have to void it and submit another payment?
[AGENT][NEUTRAL] Um, I would say give it 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK, may I get a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Do you mind to spell your name so I don't mess it up?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] Uh, yes, ma'am. You too. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.